• When Will My Order Be Dispatched?

    We dispatch all in-stock orders within 1-3 working days. Please note this does not apply to rugs that are out of stock and on pre-order.
  • Where Is My Order?

    What should I do if my order hasn't been delivered yet? 1. Check If it is a pre-order with an estimated due date Usually, a pre-ordered item will have an approx due date displayed - Please note this date is the date we expect our supplier to receive new stock, Please allow our regular delivery ...
  • My order status is still ‘processing’, when will it be shipped?

    If the status of your order is showing as 'processing', it means that one of the following: We are getting your order ready to be sent to you Your order is a pre-order with an approx due date You'll receive another email when we send your order to you, which will include a tracking link. Please...
  • Pre Orders

    We offer a pre-order service for any rug that is currently not in stock. This is beneficial for the best-selling rugs that tend to sell out very quickly once back in stock. Pre Order and reserve yours now. Usually, there will be an "approx due date" displayed against a pre-ordered product. We we...
  • My pre order due date has changed what are my options?

    We update our pre-order due dates on the website whenever they change with our suppliers. Please visit the product you have pre-ordered on our website to view the latest due date. please bear in mind these are approx due dates and subject to change beyond our control. Should a pre-order due date ...
  • How long should I wait before contacting you regarding my delivery?

    We ask that you please allow 5 working days for delivery. Although most should arrive much sooner, We find that 99% of our orders do arrive within this timeframe even if there is a little delay during transit for one reason or another with the courier. Please allow 10 working days for deliveries ...
  • What does "approx due date" mean?

    For pre-ordered rugs, we generally display an "approx due date" on our website. These are updated daily with the latest dates available from our supplier. Please visit your rug on our website for the latest dates. please note this due date is the date we expect our supplier to receive new stock -...
  • Do you Dispatch Or Deliver orders on public/Bank Holiday's?

    No, Rug Love and our couriers do not operate, dispatch or deliver orders on public or bank holidays. Please allow a few extra days delivery for orders placed over these periods. Please bear in mind any orders already in transit will also take a little longer over these periods.
  • Can I track the delivery of my order?

    If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email once your order is on its way; simply click on your tracking link on this email to view the up-to-date tracking. Alternatively, you can use the link below...
  • Customs Charges

    You as the customer are liable for any customs charges/Duties. We are unable to advise on the cost of any charges as these are out of our control and vary based on the parcel size and weight. Due to Brexit parts of Ireland are now subject to these custom charges.
  • What happens if I'm not in when my order arrives?

    Someone needs to be in when your parcel is due to be delivered as we need a signature. If this isn't possible, our delivery partner will usually try to deliver again the next day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbor, left it in a saf...
  • Delivery Costs

    All Rugs are always delivered FREE OF CHARGE within Mainland UK. Ireland and Scottish Highland + Islands are £12.50 flat rate regardless of the rug size or weight. The Channel Islands are a £20 flat rate regardless of size or weight- Simply select your country at checkout. The customer is resp...
  • Can I choose a specific time or day for my delivery?

    No, None of our couriers currently offer this service for our products. Our couriers deliver Monday to Friday 8am-8pm
  • Do you ship to Europe?

    Yes, we deliver to several European countries - Simply select your country at checkout. We charge a flat rate of £20 regardless of the size or weight of the rug. There are a few exceptions and instances due to size and weight where our couriers will be unable to ship to you. We will notify you...
  • My order is showing as delivery attempt failed - What should I do?

    Our couriers will try and deliver twice - If the first one is unsuccessful they will try again the next working day
  • What day/time do you deliver?

    Our couriers deliver Monday to Friday between 8am and 8pm ( Excluding Bank Holidays)
  • What Time Of Day Do You Dispatch Orders?

    We dispatch orders at 4:30pm each day. This is the time you will receive an email with tracking details, If your order has been dispatched that day.
  • Are you able to provide any additional tracking details?

    No, Unfortunately, we only have access to the same tracking information we send you.
  • How long does delivery to Ireland take?

    We dispatch our Ireland orders on a 72H service - Due to the new rules that are causing significant delays for all couriers please allow 10 working days before reporting the item as missing, If waiting this long for an Ireland order is an issue we would recommend ordering from a domestic rug stor...
  • How long should I wait before reporting my item as missing?

    We ask that you please allow 5 working days for delivery. Although most should arrive much sooner, We find that 99% of our orders do arrive within this time frame even if there is a little delay during transit for one reason or another with the courier. Please allow 10 working days for deliveries...
  • My rug is showing as delivered but I have not received it - What should I do?

    Please first check if it has been left in a safe place or with a neighbor - Then please contact us.
  • What does dispatched in 1-3 working days mean?

    On the product page for all our products, we quote the dispatch time  - e.g dispatched in 1-3 working days. These vary by product as we use several different suppliers. please note this is NOT how long the item will take to be delivered to you. The dispatch time is simply the time either we or ou...
  • Which couriers do you use?

    We use UPS and Parcel Force. UPS Contact Number - 0345 787 7877 Parcel Force Contact Number - 0345 774 0740
  • Why has my order been returned to Rug Love?

    If your order has been returned to Rug Love by one of our delivery partners, it’s likely to be for one of the following reasons: The parcel was refused by the customer Our delivery partner was unable to access the address after several attempts.  The delivery address was incomplete. The parcel w...